facetphone – ip-pbx “ip from the ground up”. overview state-of-the-art ip-pbx telephone system...
TRANSCRIPT
FacetPhone – IP-PBX
“IP From the Ground Up”
Overview
• State-of-the-art IP-PBX Telephone System
• “IP from the Ground Up”• Awarded Product of the Year
by Internet Telephony Magazine (2009)
• Received Internet Telephony Conference Editor’s Choice – Best of Show Award (2007)
ArchitectureIndustry Standard Components
• Servers– Industry standard
hardware– Linux/UNIX operating
system• Media Gateways
– External– MGCP and SIP protocols
• Telephones– IP phones– Standard analog– Soft phones
• Desktop GUI - Java-based
Telephone Functionality
• Hold• Transfer• Park / Unpark• Call waiting• Conference
w/Bridge• Voice mail• Do not disturb
• Record• Auto attendant• Call center/ACD• CallerID support• Call forwarding• On-hold messages• Paging
Graphical User Interface
• Any desktop device supporting Java– Windows– Mac– Linux/UNIX/SCO
• Supports all TUI functionality, plus:– Presence and availability management w/time tracking– Voice mail with unified messaging– Active calls status and management– Call recording/call monitoring/barge In– ACD call queues– User level call queues– Enterprise instant messaging– Administration
Presence Management
• Flexible group/ departmental definitions (i.e. sales, support, admin, company, etc.)
• User status definitions & duration (i.e. in meeting, fwd to cell, out of town, on phone, at lunch, etc.)
• Roaming extensions• Call forwarding
Voice Mail and Unified Messaging
• Access via TUI or GUI• Voice mail waiting indicator
light on phone• Secure access with PIN• Multiple greetings based
on user status• Listen to any call
(non-sequentially)• Visually sort and manage
messages from GUI• Add text/comments to each message listing
Voice Mail and Unified Messaging
(continued)
• Play voice mail on phone or PC speakers
• Voice mail forwarded to e-mail option
• Voice mail notification via e-mail option (including cell phone/pagers)
• Pro-active delivery of new voice mail
• Voice mail distribution lists• One-click return call option
Voice Mail / RecordingsArchival & Retrieval
• Automatic archival of voice mails
• Automatic archival of call recordings
• Recording retrieval via web interface
Automated Attendant
• Main reception and groups/departments
• Primary reception or overflow and off hours
• Dial by name
• Dial by extension
• Dial by group/department
• Informational
Call Center Functionality
• Call recording – ad hoc• Call recording – all calls• Call monitoring• Call barge-in• Automatic call
distribution• Instant Messaging
(coach)
Automatic Call Distribution
• Automatic call routing to next available agent• Call queue management when all agents busy• Automatic user status changes from call inactivity • Caller information – wait time, queue position,
opt-out of queue option and on-hold messages• Queue threshold management alerts• Visual monitoring
Computer Telephone Integration
• FacetPhone integration with Windows, Linux, and UNIX applications
• Dialing from application• “Screen Pops” based on
callerID data• Supports TAPI, UTAPI
and NetTAPI protocols• CTI with Windows Apps (TAPI)
– Outlook (including MS Exchange & SCO Office)– Goldmine– Act!
• Interactive Voice Response (IVR)
UTAPI™
Universal Telephone API• Includes easy UNIX, Linux,
and Windows application integration
• Provides access to FacetPhone system
• Uses simple, well defined protocol (from FacetCorp)
• Accepts dialing phone numbers
– fp_dial Command• Retrieves CallerID
or DNIS Data– fp_cid Command
Net-TAPI™
• Comprehensive application level integration with FacetPhone. Software application can:– Get notification of call activity– Initiate and terminate call recording– Get complete call detail record after each call
• Application can automatically enter call and recording details in Customer Relationship Management (CRM) system
Net-TAPI™
Sample Implementation
Call notes from inbound call
FacetWin Compatible
• No application program changes needed
• Highlight and right click to dial
• Predefine fixed fields on screen
• FacetWin terminal emulator places calls through FacetPhone
Enterprise Instant Messaging
• Excludes all not on corporate network
• Allows quick communication while on phone
• Less intrusive than phone call, quicker than e-mail
• Corporate instant messaging (text chat)• 2 or more parties per session
Branch Office and Telecommuter Integration
• Transparently integrates branch office and teleworkers into FacetPhone corporate phone system
• Allows remote teleworkers to become part of phone system as a simple extension
• Provides complete access to FacetPhone GUI and TUI
Multiple LocationsFacetPhone
Branch Office and Telecommuter Integration
• Requirements for good voice experience – MPLS network for multiple offices– Broadband connections– Low loss < 1%– Low latency < 150ms– Low jitter < 10ms– Quality of Service (QoS) – everywhere along the
route where competition with data (LLQ, PQ, packet fragmentation)
• See white papers for more informationhttp://www.facetcorp.com/docs
Administration
• Provides user controls– User status– Voice mail greeting settings– Unified messaging directives
• Provides manager controls– Users– Groups– Lines– Stations– Gateways– Display authorization level– Event scheduling
Call Detail Recording
• Records all call transaction details
• Creates simple flat text file
• Provides accessibility from any application, including Excel
• Uses Web interface for ad-hoc reports
Value PropositionWhy Buy IP Telephony?
• Terrific telephone system functionality• Presence management• Graphical user interface• Unified messaging• Call center support• Other cool features!• Manufacturer reputation
• Return on investment...
Return on InvestmentHard Savings
• Uses VoIP – intra-company long distance
• SIP Trunking / VoIP Service– Combine data and voice access– Reduce monthly telephone access fees– Reduce per minute calling fees
• Allows moves, adds, and changes• Replaces conference bridging
Return on InvestmentSoft Savings
• Enables voice mail communications– Visual voice mail– Remote delivery– Notification– Forwarding
• Supports call forwarding
• Delivers enterprise instant messaging
Return on InvestmentSoft Savings
(continued)
• Extends computer telephony integration• Delivers automatic call distribution and call
center features• Supports interactive voice response• Allows integration of multiple office locations
and telecommuters• Integrates calls with customer database• Delivers call reporting benefits• Provides better management control
Benefit Summary
Features BenefitsEasy customer administration Significantly lower administration costs for moves, adds, and
changes
Branch office and telecommuter support Reduced communications costs and higher productivity
Multi-party conferencing Lower costs by reducing need for third party conference bridging services
Voice mail – Visual Management and Unified Messaging Better customer service and higher productivity
Presence and Availability Management Improved customer service, competitiveness, and higher productivity
CTI – Customer Screen Pops Improved customer service and significant boost in productivity
CTI – Dialing From Application Increased productivity
Automatic Call Distribution Increased productivity and customer service
Enterprise Instant Messaging Increased productivity
FacetCorp Technical Support Worry-free operation
Flexible architecture with Linux or UNIX server, external gateways, and standard phones
Highly reliable, expandable, cost-effective system
Contact Us
FacetCorp
5999 Summerside Drive, Suite 210
Dallas, TX 75252
877.FacetGo (877.322.3846)
www.facetcorp.com/facetphone